Utility Contact Center In-Sourcing

Assisted a Major Utility to design its Contact Center from the ground up to support In-Sourcing of Customer Care

The Challenge:

One of the largest utilities in Canada had some years earlier outsourced 100% of the customer service and customer care operations. As time progressed the outsourced became increasingly less desirable and presented significant challenges in delivering the level and quality of care desired by the client. As a result the utility determined that they wanted to in-source their customer care call center and asked Colin Taylor and his team at the Taylor Reach Group to help them with this task.

The Process:

Colin and his team of consultants began at the beginning, defining with the client their desired requirements, locations, staff ratios and operational models. Taylor Reach worked with the client to define the scope of work and establish parameters for the execution of the project.

The Solution:

Specifically Taylor Reach: conducted research to assess availability of Turn-key centers within the defined location area, developed site selection target markets, confirmed interest and availability suitable for the client and customized the proprietary Taylor Reach 130 point site selection model to meet the client’s needs, issued the Taylor Reach, received and scored responses and presented our findings. Based upon the clients’ desired service approach Taylor Reach developed a contact center strategy and operations and staffing model. The new centers would also require the appropriate technology to manage inquiries from their millions of customers. Taylor Reach worked with the clients to develop requirements and desired functionality, developed the RFP, the scoring and assessment methodology and managed the entire selection process until the short list was revealed to the final two proponents.

The Result:

As a publically regulated utility the client was required to submit all of Taylor Reach work for examination an scrutiny by the regulator and interveners. At the end of the process the client has secured approval to proceed and is in the process of implementing the Taylor Reach recommendations for the sites selected, technology selected, and the contact center, customer strategy developed for the client by The Taylor Reach Group.

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